Now that the Inland Revenue plays a much wider role in society it must inform major stakeholders, crucially the public, what this new role involves.
At its most basic level, the Revenue's Core Purpose, or reason for being, is to ensure that 'everyone contributes to the UK's needs'. Market research carried out by the Inland Revenue highlighted the type of service and communications that consumers expect. These are the department's Core Traits which advise how staff should behave with each other and with customers in all mediums. Subscribe to our newsletter for current business news including lesson plans and activity ideas. If you learnt more about Getting the message across - the importance of good communications from this HMRC case study, why not share it with others? This page and contents, ©2016 Business Case Studies, is intended to be viewed online and may not be printed. Any customer who has dealt with a customer service representative who lacks effective oral communication skills or conversational English skills has undoubtedly found it frustrating. There is a tangible benefit or loss for organizations based on their overall level of oral communication competency.
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By paying tax and receiving tax credits, child benefit (and soon child trust fund) we are able to contribute to society and to receive our entitlements. Internal oral communication can be defined as the language and verbal exchanges within a company. Customer service representatives, sales staff and any front-line workers must be well versed in oral communication, and it is essential for them to speak the native language fluently. Not only are basic language skills required for the interaction, advanced language skills may be required to translate technical knowledge into layman's terms. However, if that person cannot translate the idea into words his or her colleagues can understand, the idea is useless. Efficiency can be enhanced if instructions do not need to be repeated because communication was complete the first time.
For the individual employee, effective oral communication is necessary to be a good manager because a good manager must relay instructions and interact with junior employees. Customers want to communicate their needs to these employees; they may need a certain product or question answered. If a person does manage to get his or her idea out, but his or her communication is so poor the idea is misinterpreted and dismissed, both the company and the individual lose out. This increases productivity and creates a culture of understanding, in which employees can foster new ideas because they know the company values communication and sharing information.


Without well-defined oral communication skills, a worker will not likely advance in his or her career and may even be terminated. Oral communication is also valuable to the employee while speaking with his or her superiors. If the employee does not understand or cannot effectively communicate the right information the customer, that customer may take his or her business elsewhere. For example, internally, communication with an engineer or product specialist may require an in-depth discussion to discuss a new product. If the employee cannot communicate effectively, his or her needs may go unnoticed and he or she may be blamed for miscommunication and not following instructions.
This information must then be translated into the language a salesperson or manager can understand--they may not care about how it works but rather about the benefits they can tell consumers about.
If an organization does not have employees with a well-defined skill set for oral communication, loss of productivity, along with internal confusion, can be a problem.



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